• Emirates Group UAE Careers | Team Leader - dnata Travel

    Emirates Group UAE Careers | Team Leader - dnata Travel

    Location: Dubai - United Arab Emirates

    Job Description

    Plans, directs, monitors and controls the day to day assignments to ensure efficient delivery of customer service to the retail customers by supervising the productivity of the retail team, ensuring that sales and service targets for the outlet are achieved. To manage a team by providing specialized travel expertise and to lead, develop, coach and motivate a multicultural team. To effectively handle and resolve passenger complaints to maintain business rapport that will satisfy client’s requirements that will guarantee preservation of repeat customers

    The successful candidate will be responsible for review, communication and implementation of SOPs, work instructions and KPIs in the department, based on customer requirements, Corporate Integrated Management System, regulatory and industry standards, Quality Management Systems and departmental objectives and policies. Facilitate and represent the department at all external airline audits, change management processes, continuous improvement programmes & ensure all staff are updated on SOPs for relevant areas of operations.

    Duties and Responsibilities

    Your main responsibilities in this role include the following:

    • Responsible to achieve the outlet budget (Sales, Revenue, Cost, and Contribution). Ensure that the product mix of air vs. non-air is in line with the overall departments strategy and escalate any corrective measure to the line manager.

    • Responsible for the effective utilisation of manpower and technology resources allocated to maintain high service levels to the Retail customers (internal & external). Monitor queries and ensure the materialisation of quotation to increase the overall productivity and the efficiency of the consultant.

    • Implement the specified action plan for servicing of enquiries, bookings and reservations for new and existing clients in order to ensure that service turnaround times are maintained while enhancing all possible opportunities for maximisation of revenue.

    • Responsible for the training of all staff in his/her team ensuring that, technical skills for all staff are in line with department standards for the accurate issuance of all documents by staff concerned, ensuring there is attention to detail and quality. Further responsible for the timely reporting and accounting of all documents.

    • Continuously review internal processes and procedures and provide recommendations for process. Improvements and cost savings to the Retail Sales Manager. Ensure that corporate, departmental and unit level policies and regulations are understood, implemented and monitored at all times, by both the job holder and the staff assigned, while maintaining productivity and morale.

    • Ensure that the quality checks, procedures and processes established by management are strictly followed by staff to minimize operational errors and discrepancies. Co-ordinate the implementation of procedures aimed at improving productivity and performance of staff, within the operation unit. In liaison with the Non Air team/ Contact Centre/Airport and other Retail outlets this also includes the continuous coordination to recommend further enhancement to existing operating systems or future implementation of a new system.

    • Liaise with the product team regularly to ensure all relevant information such as updates of the products, services and special promotions are communicated to staff so that revenue and customer service opportunities can be maximised. Develop and maintain healthy professional business relationships with the travel trade to the benefit of the department.

    Job Requirements

    • 12 Years schooling or equivalent

    • Commercial/Sales/Reservations/Ticketing 5+ Years

    • Experience in the travel industry, with front line Travel experience of which at least 2 years should be in a supervisory role

    • Knowledge of operations and or airline reservations, documentation and reporting procedures. Computer literacy together with high level user knowledge on airline reservation and or Global Distribution Systems.

    • IATA Certificate or equivalent in Advanced Fares and Ticketing. Proficient in MS office applications such as MS Word and Excel.

    • Excellent knowledge of the local market fares on principal carriers. Experience with selling holidays is a must.

    • English: Strong verbal and written English is a mandatory

    Job Details

    Company/Organization: dnata Travel

    Employment Type: Full-time

    Job Location: Dubai, United Arab Emirates